Make suggested articles more relevant when solving cases. Map case fields to data
categories to filter for articles assigned to those data categories. For example,
cases with a field for which product they are about can be mapped to the data
category of that product. Articles assigned that category or product, are filtered
to the top of the suggested article list.
Filtering articles based on case information is only
supported in text and picklist fields.
Filters are applied to Knowledge results after the case
has been saved.
Filters are applied after a Knowledge search and only to
the articles returned in the search.
Using Filters does not return a list of all articles
that match the filter criteria. Instead, the filters
are applied to the initial pool of article results
returned.
Results may be filtered after a search.
A category group can only be used once in a data
category mapping.
Suggested articles are returned if Suggest
articles for cases considering case
content is enabled. When suggested
articles is disabled, search uses data category
mappings. Case subject fields are used when there
are no data category mappings.
To implement data category mapping, select which case fields map to which data categories
and set a default data category for cases that have no value for the mapped
fields.
From Setup, enter Data Category Mappings in the Quick Find box, then select Data Category Mappings.
In the Case Field column, use the
drop-down list to add a field.
In the Data Category Group column, use the drop-down list to map the
information from the lookup field to a data category.
In the Default Data Category column,
use the drop-down list to assign a data category when the field value
does not match any categories from the category group.
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